AI-Powered Medical Billing
Founding product designer for Posted - an AI integrated tool to help healthcare providers with claims in real time, flagging likely denials and common claim mistakes - enabling healthcare teams to proactively correct claims, reduce rework, and improve revenue outcomes
Research, Product design, Visual design
Challenge
Modernizing and simplifying the healthcare claims submission process for health providers and medical professional in an industry known for its complexity, inefficiencies, and outdated systems.
Results
The successful demo launch led to the onboarding of 10+ pilot partners in the healthcare sector. These partnerships will allow us to train our Language Model on a rich dataset to achieve accurate claim rate predictions.
Learning about the Healthcare Industry
Research: To better empathize with our users, we interviewed 30-40 different kinds of healthcare workers including providers, managers and owners of all different kinds of practices.
I collaborated with the team to create survey questions for user interviews and analyzed participant responses.
Synthesis: Based on the research findings, I developed a series of user personas to better illustrate our users' pain points as well as the market potential for different types of practices.
Identifying our Problem Scope
With so many steps and so many parties involved, there were too many ways to improve the system.
Where can we have the more impact, given our skillset? I led a brainstorming workshop to narrow down our problem scope with product and engineering.
Designing for MVP
Analysis: Based on users sharing their current workflows and challenges, I audited the most prevalent tools.
Drawing from the UI patterns analyzed, I designed an MVP interface for our tool to be used in demos at medical conferences. Working alongside Engineering as they were refining the tool’s capabilities, I refined the features in the interface.
Usability Testing: We conducted usability tests with a diverse group of users to validate the design and identify areas for improvement. Based on the feedback, we made necessary adjustments to the design.
“When folks see the demo, it clicks right away - like, ‘Yes! This is exactly what we’ve needed, where do we sign up?.’ It’s clear the design really speaks their language”
Steven Chan
CPO, Co-founder
Designing for Integration
To ensure our tool could adapt to real-world healthcare environments, I designed flexible interfaces that could integrate with existing EHR systems, function as a standalone SaaS platform, and work seamlessly on tablets for mobile use in clinical settings.
Visual Design & Style Guide: In parallel, I developed the visual design system and comprehensive style guide to establish a consistent, recognizable brand identity. This ensured that as the product is integrated into different systems and marketed externally, it maintains visual coherence and builds user trust across touchpoints.
Impact
The demo resonated deeply with healthcare providers, leading to the onboarding of over 10 pilot partners. Their participation provides us with the rich data we need to refine our model’s claim predictions and build a preliminary advance rate - key metrics we’ll use to attract additional investor support.
Conclusions
This project was a reminder that great UX isn't just about clean visuals or efficient flows. It’s about designing with real people in mind. By working closely with healthcare professionals, adapting our product to fit their world, and creating tools that resonates, we not only landed pilot partners - we built something that feels right to the people who use it.
Designing across multiple touchpoints (from MVP to branded integration) challenged me to think holistically, move fluidly between details and big-picture systems, and always come back to one central question: does this truly serve our users?
